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Objective To secure a position in a growing company, this allows me to contribute myskills and knowledge with opportunities for professional development.Experience 2010-2023 Philadelphia Gas Work Phila. PASystem Administrator Assist in successful forecasting and scheduling of Call CenterRepresentativesAssist in the development and monitoring of Call Center employees toensure optimal productivity and quality customer satisfaction. Generate daily CMS reports; compare actual results for forecasts on a daily,intra day, weekly monthly and annual basis. Ensure schedule adherence in the Call center; generate and deliveradherence/compliance reports for the management team. Actas a part of the Supervisory team, reinforcing Call Center protocol toCustomer service Representatives. Perform other related duties, special projects and duties as assigned.2006-2008 Comcast Cable Inc.Voorhees NJ Workforce Management Representative Monitor real-time call volume of the inbound call traffic from multiplequeues Distribute calls based on staff availability. Process time-off request for Call Center staff. Generate reports on a daily basis for management team.1996-2006 Independence Blue Cross Phila., PAProvider Resource Planning AnalystAssist in the development, analysis and maintenance of requires reportsMonitor incoming call volume for using ACD SystemGenerate reports for managementAssist in technology and equipment trainingEnsure that all associates in the department have access to the appropriatetechnology, telephones and other equipmentInteracts with the IS department and ensure the technology initiatives areimplemented and coordinated effectively.Coordinate with the Telephone Technology staff to ensure that Call Centerrepresentative's conversations are being recorded for QA Utilize Total Quality Management process and techniques to assist in theachieving the goal of zero defects. Coordinate department schedules for Call Center staff to meet business needs Update electronic display boards1994-1996 TAD Staffing Services Phila., PAStaffing Recruiter Interview applicants for temporary staffing assignments.IMI O <